by Colin Shaw | Jun 20, 2012 | Net Promoter Score®
Classically firms are inward focusing asking questions such as how satisfied are our customers or how likely are they to recommend US. These are all great questions but they all suffer the same problem, they do not differentiate your company in terms of the market....
by Colin Shaw | Jun 18, 2012 | Customer Experience
I bear the scars. In my last role in corporate life, some ten years ago, I was asked by the CEO to ‘Improve the Customer Experience at least cost’. I thought of it as a great honour and a challenge I relished. Only one problem -I was given responsibility without...
by Colin Shaw | Jun 15, 2012 | Customer Experience
Let’s be honest, some of the highest spenders in CE are not necessarily the best at it! Why? Because it is not about how much money you spend but what you do with it that counts. So taking this as your maxim, is there a way we could actually reduce our spend...
by Colin Shaw | Jun 13, 2012 | Customer Experience
I am often asked ‘what are the key aspects of a successful CE program’? Despite writing four books on Customer Experience I don’t believe I have the monopoly on good ideas and therefore at Beyond Philosophy we work on the basis that ‘none of us are as clever as all...
by Colin Shaw | Jun 11, 2012 | Customer Experience
Most segmentation suffers from being inside-out. You grab the nearest off-the shelf dataset such as age, socio-economic class or spend and use that as a means to segment your audience whether the data is truly differentiating or not. Unfortunately this approach is not...
